Please read these rules carefully
These terms and conditions apply to you when you order products from a participating Pandora-branded store in the United Kingdom using the Reserve & Collect service.
Where we refer to "Pandora" in these terms and conditions, we mean the seller of the Pandora products through the Pandora Reserve & Collect service. This may be Pandora Jewellery UK Limited or it may be a franchisee. If you are unsure who the seller is, please ask in store for details.
Pandora Jewellery UK Limited is a company registered in England and Wales under company number 06654012, whose registered address is at 33 George Street, London, W1U 3BH, and whose VAT number is GB213663917.
How do I order through Reserve & Collect?
If you would like to be able to order and buy products from a Pandora-branded store using Reserve & Collect, please call your local store offering this service using the details available on our store locator. Please note that landline and mobile network charges may apply, please check with your network provider before calling the store.
A contract for the sale of the products will only be formed once payment has been taken for the products. You can pay in store when you collect your products, or (in selected stores) you can pay in advance online using Pay by Link. Please see below for further details about how payment is taken both in store and online using Pay by Link.
Ownership of the products passes to you only when Pandora has received full payment, including all taxes and other charges. The products will be at your risk from the time of collection.
What are the prices for the products?
The price charged for products will be the price in effect at the time you pay for your products. Prices are payable in Great British Pound Sterling.
In the event of a pricing error, you accept that Pandora has the right to correct such error and to charge the correct price or to cancel the order. If the actual price is more than the amount you are told when you reserve the products, you will be notified of the correct price and have the option to proceed or to cancel your purchase. If the store is unable to contact you, or if the store does not receive a response from you, your order will be cancelled and any amounts paid by you to Pandora for the products will be reimbursed. If you do not want to proceed with your order your sole remedy in the event of a pricing error is to cancel your order.
You acknowledge that even after you pay for the products, if the pricing error is so obvious and could reasonably have been recognised by you as an error, Pandora will be under no obligation to provide the relevant products to you at the incorrect price.
Prices for the products include VAT and/or other applicable taxes. Prices for products are liable to change at any time, but changes will not normally affect contracts that have already been formed (save in the case of a manifest pricing error as described above).
How do I pay for products through Reserve & Collect?
Please be aware that Pandora stores are not currently accepting payment by cash.
If you would like to pay in-store, you can pay for your products when you collect them from the store. Pandora stores are accepting payment by debit or credit card (being VISA, Mastercard or Maestro), Apple Pay, We Chat Pay and Alipay.
If you would like to pay online using Pay by Link, and it is available at the store, you can pay for your products by debit or credit card (being VISA, Mastercard or Maestro). Please see below for further details about Pay by Link.
What is Pay by Link?
Selected stores are offering a Pay by Link service from our payment solution provider Adyen, where customers can pay online via a secure link sent to their email. If you would like to Pay by Link, and it is available at the store, please speak to a member of staff when you reserve your products. You will be asked by the member of staff to provide your email address, and they will email the secure link to you. Once you have received the secure link, you will need to enter your payment details in order to purchase the products. You can pay using your debit or credit card (being VISA, Mastercard or Maestro). Payment will be taken when you submit your payment details. After you have paid, the store will email you to confirm that payment has been processed and that your products are ready to collect. Please call the store if you do not receive the email within a couple of hours of your payment.
How quickly can I collect my products from the store?
Each store is operating its own policy for collection timeframes in order to reduce queues outside of the store. When you phone a store to reserve products, the store will provide you with a date and time slot to collect the products.
Please be aware that if you choose to pay for the products in store, store staff will keep the products set aside for 24 hours from your collection slot. After this time, the products will no longer be reserved to you, and will instead be available for other customers to purchase.
If you choose to pay in advance using Pay by Link, you will be emailed by the store when payment has been processed and the products are ready for you to collect. In order to collect your products where you have paid in advance using Pay by Link, you will need to bring your confirmation email from the store which contains your order number. If you do not collect your products within 14 days of payment, your purchase will be cancelled automatically and you will be refunded for the amounts you have already paid to Pandora for the products.
You may be asked by the store to show a valid form of ID (passport or driving licence) when you come to collect your products, and so please ensure you bring your ID with you.
Please call the store if you are unable to collect your products within 24 hours of your collection slot or if any of your household or support bubble has any symptoms of coronavirus or is in a period of quarantine. The store can assist you to reschedule your collection.
Can someone collect the products on my behalf?
If you pay in store, yes someone can collect your products and pay in store on your behalf.
If you have paid online using Pay by Link, only you will be able to collect the products from the store.
How do I return or exchange products from my Reserve & Collect order?
If you decide while at the store that you do not want the products and you have not already paid for the products online, please tell the store staff and your order will be cancelled and you will not be charged. Should you wish to exchange your order at this point, the store team will provide assistance.
If you have already paid for the products and you decide that you do not want them, the refund and exchanges policy below applies.
Christmas Extended Returns and Exchanges
Full price products purchased using Reserve & Collect can be returned for a refund, or exchanged, at a Pandora store, up to and including 17 January 2021. This applies to all customers, regardless of whether you pay in store or in advance using Pay by Link. To return your products for a refund, please return the products to the same store that they were collected from. If you are exchanging your products, you can exchange them at any Pandora store. Please contact the store directly if you want a refund for products you have paid for online but not yet collected.
When returning your products, you will need to have your receipt to hand and, if you are returning for a refund, you will need to present the card that was used to pay for the products.
Products returned under Pandora's extended returns policy must be in an unworn, saleable, condition. The store may reduce any refund to reflect any reduction in the value of the products if this has been caused by your handling of it in a way which would not be permitted in a shop.
Cancellation under the Consumer Contracts Regulations where you pay in advance using Pay by Link
If you have paid for your products in advance using Pay by Link, you have a legal right to cancel your purchase during the cancellation period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Consumer Contracts Regulations”). You do not have this cancellation right if you pay for your products in store. The cancellation period starts on the date the contract is formed (when payment is taken) and it continues until the end of 14 days starting on the day after the day the products are collected from the store. The right to cancel under the Consumer Contracts Regulations applies to sale and non-sale products, but it does not apply to Excluded Products (see below for further).
If you wish to cancel under the Consumer Contracts Regulations, please contact the store that you collected your products from or bring your products directly to the store within the cancellation period above. If you bring your products directly to the store for a refund under the Consumer Contracts Regulations, Pandora will treat this as your notice to cancel. Alternatively, you may use this withdrawal form to tell Pandora that you would like to cancel, and if you do Pandora will confirm receipt to you by email. Please be aware that you are responsible for the cost of returning products to Pandora.
Please return the products to the store that they were collected from no later than 14 days after the date you tell the store that you want to cancel. Please contact the store directly if you are not able to return the products to the store, or if you would like to cancel under the Consumer Contracts Regulations but you have not yet collected the products from the store.
When returning your products for a refund, please present your receipt and the card that was used to pay for the order. Pandora is entitled to reduce your refund to reflect any reduction in the value of the products, if this has been caused by your handling it in a way which would not be permitted in a shop.
If you would like to exchange products ordered through Reserve & Collect, you can visit any of our stores in the UK to do this within 30 days of collection for full price items or 14 days of collection for sale items. This applies to all customers, regardless of whether you pay in store or in advance using Pay by Link. Products exchanged must be in an unworn, saleable, condition.
Important terms relating to returns and exchanges
Any refund due to you will be made to the original payment method as soon as possible, but may take up to 14 days from the date you return the products to the store (or 14 days from the date that you tell us that you want a refund, if you did not collect the products).
Pandora stores do not accept returns or exchanges of the following Excluded Products: (i) pierced earrings or earring pendants that have been purchased by customers who pay in store; (ii) Pandora Gift Cards; (iii) personalised products; (iv) products purchased from: Pandora shop-in-shop (concessions), Pandora Outlet Stores, stores which do not exclusively sell Pandora products, or Pandora stores outside of the UK, Channel Islands or Isle of Man. You can see Pandora's full returns policy here. Please note different returns policies apply to some promotion orders, see promotion FAQ’s here.
These terms and conditions do not affect your rights in law as a consumer, including your right to return faulty products under the Consumer Rights Act 2015.
Returning products that are faulty or not as described
If you need to return a Pandora product because you believe it is faulty or not as described, but the deadline for returning the product under the Consumer Contracts Regulations or the Christmas Extended Returns policy (if applicable) has expired, please contact the store for further assistance. Once you have returned your product in accordance with our instructions and your refund has been approved, you will be refunded the full price of the product (including sale products) that are faulty or not as described and any reasonable costs you incur in returning the product.
Pandora uses reasonable efforts to ensure the availability of products. However, products are made available to purchase on a "first in-first out" basis and are only available while stocks last.
Compatibility, Product Information
Please take care when purchasing products to ensure that the products you purchase are compatible for the intended use. Please use the Pandora website (www.pandora.net), or official Pandora-branded information in store, as your final point of reference when checking compatibility. In the event of a difference between the Pandora website or official Pandora-branded information in store, and the content of any other website (or any other source of information), the compatibility of products as shown on the Pandora website and official Pandora-branded information in store at the time of purchase will be seen as taking precedence.
Images on the Pandora website may vary depending on your device's display quality. Whilst every effort is made to reproduce images of products in the most accurate way possible, these images are for illustrative purposes only and your products may vary from those images for example, in colour, size, pattern and texture. The packaging of products may also vary from that shown in images on the Pandora website.
Events outside of Pandora's control
Pandora shall not be held responsible for delay or failure to perform, if the delay or failure is caused by any act, event, non-happening, omission, accident or circumstance beyond its reasonable control, including, but not limited to:
• civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
• strikes or lock-outs (or other industrial action);
• national or local states of emergency;
• interruption or failure of communication or transportation facilities;
• power or utility outages;
• non-performance by suppliers or subcontractors (other than by companies in the same group of companies as Pandora A/S);
• earthquake, fire, explosion, storm, flood, subsidence, epidemic or other natural disaster;
• impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
• the acts, decrees, legislation, regulations or restrictions of any government.
In such circumstances, Pandora will notify you and take reasonable steps to minimise any delay. The time for Pandora's performance of its obligations is deemed to be extended for the period that any of the above continues. If Pandora is unable to fulfil your order because of any circumstances outside of its control, you may cancel your order and any amounts already paid to Pandora for the order will be refunded to you.
Pandora warrants to you that any product purchased from Pandora stores is of satisfactory quality and fit for all the purposes for which products of the same kind are commonly supplied.
Pandora is only liable for foreseeable loss and damage. Pandora is not responsible for any loss or damage that is not foreseeable. HOWEVER NOTHING IN THESE SALES TERMS AFFECTS YOUR LEGAL RIGHTS AS A CONSUMER. TO THE FULL EXTENT PERMITTED BY LAW, THE TOTAL LIABILITY OF PANDORA AND PANDORA A/S SHALL BE LIMITED TO THE AMOUNT ACTUALLY PAID FOR THE PURCHASE OF THE APPLICABLE PRODUCTS.
In particular, nothing in these terms and conditions excludes or limits in any way the liability of Pandora:
• for death or personal injury caused by Pandora's negligence;
• for fraud or fraudulent misrepresentation;
• under section 2(3) of the UK's Consumer Protection Act 1987 or for any breach of your consumer rights relating to products; or
• for any matter for which it would be illegal for Pandora to limit or exclude, or attempt to limit or exclude, liability.
Consumer Warranty (Guarantee)
THIS GUARANTEE GIVES YOU SPECIFIC RIGHTS. IT IS OFFERED AS AN ADDITIONAL BENEFIT TO YOUR RIGHTS UNDER LAW. YOU ALSO HAVE OTHER RIGHTS UNDER LAW WHICH MAY VARY FROM COUNTRY TO COUNTRY.
You can find out about your legal rights and remedies by contacting your local consumer advice service. In particular, Pandora has a legal duty to supply products that conform to the contract made with you. Nothing in this Guarantee will replace or lessen any of your legal rights or remedies.
Products sold by Pandora include a guarantee for products that are faulty or not as described during the periods set out below for various product types:
• 2 years from the original date of purchase for silver jewellery
• 2 years from the original date of purchase for gold jewellery
• 2 years from the original date of purchase for Pandora Rose and Pandora Shine jewellery
• 1 year from the original date of purchase for parts of products made of wood, leather, glass and string products.
This means you can request a repair or replacement free of charge if the product turns out to be faulty or not as described during this period. Pandora will repair your product or replace it with a product of identical or similar characteristics, except as set out below. Pandora may at its own discretion replace your product under this Guarantee whether or not a repair of your original product is possible. If Pandora chooses instead to repair your product, Pandora may do so with new or refurbished components.
If your product is faulty or not as described but you do not want Pandora to repair or replace your product, you may have a legal right to reject the Product and receive a refund. Please see 'Returning products that are faulty or not as described' (above) for further details about how to return products to Pandora that are faulty or not as described.
If the product cannot be repaired or replaced within a reasonable time or without inconvenience, you may request a refund or price reduction. Refunds, if authorised, will usually be made using the same payment method originally used by you to pay for your purchase.
Please retain your receipt or pass it on to the gift recipient as the original proof of purchase is the warranty under which this Guarantee operates. If the receipt is not available, a credit card or bank statement showing the relevant transaction will suffice. This does not affect your rights in law as a consumer.
This Guarantee does not cover normal wear and tear or damage caused by accidents, mishandling, improper use (such as knocks, dents, crushing etc.).
Repairs (or attempted repairs) to products other than by Pandora will void this Guarantee whether or not damage has been caused by such repair or attempted repair.
If your product is repaired or replaced by Pandora under this Guarantee, the new product will benefit from the remainder of the term of this Guarantee (calculated from the date of the original purchase of the product). The period of this Guarantee shall not be extended whether or not your product is repaired or replaced.
Wearing counterfeit charms, charms from incompatible Pandora collections or charms by other brands on your Pandora bracelet could damage the unique threading system and if such damage is caused, it will not be covered by this Guarantee.
If any provision of these terms and conditions shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed severable (deleted) from these terms and conditions and this will not affect the validity and enforceability of any remaining provisions.
Transferring rights and obligations to another person or organisation
These terms and conditions are binding on you and Pandora. It will also be binding on any person or organisation to which Pandora might transfer its rights and obligations to.
You may not transfer or otherwise dispose of your contract with Pandora, or any of your rights or obligations arising under it, without Pandora's prior written consent.
Pandora may transfer or otherwise dispose of a contract with you, or transfer any of Pandora's rights or obligations arising under it, at any time. If you have an outstanding order with Pandora at the time of any such disposal or transfer, you will be contacted if Pandora and you may cancel your outstanding order if you do not want to proceed.
Third Party Rights
Other than Pandora A/S, any person who is not a party to the contract between you and Pandora is not entitled to enforce any of its terms.
If Pandora fails, at any time, to insist that you comply with your obligations under these terms and conditions, or if Pandora does not exercise any of its rights under these terms and conditions, this does not constitute a waiver of such rights and does not mean that you are free to ignore your obligations. Pandora can still require you to comply at a later date.
These terms and conditions and any document that we have referred to within them (including via hyperlink) represent the entire agreement between Pandora and you and takes precedence over any other previous agreement or representation made to you whether oral or in writing.
You acknowledge that, in entering into a contract with Pandora, you have not relied on any representation or promise given by Pandora or anyone else except as set out in these terms and conditions.
Governing law & jurisdiction
These terms and conditions, and your purchase of products from Pandora, shall be governed by and construed in accordance with the laws of England. Any dispute or claim arising out of or in connection with these terms and conditions or your purchase of products from Pandora (including non-contractual disputes or claims) shall be subject to the non-exclusive jurisdiction of the English courts. If you are a resident of Northern Ireland, Scotland or Wales you may also bring proceedings in your local courts.
If you have any questions about Reserve & Collect, please contact your local store offering the service using the store locator.
Last updated November 25, 2020